Forum Discussion

goemonburo's avatar
goemonburo
Explorer | Level 3
3 years ago

I've had a paid plan and been charged, Dropbox only thinks I'm Basic and won't let me access help

Pretty angry at this screw-up by Dropbox:  I've had a recurring subscription via my phone's Google account for years, and as of two days ago, Dropbox has switched me to Basic.  GOOGLE successfully ch...
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Walter's avatar
Walter
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hi there goemonburo, sorry to hear about this.

 

Do you happen to have another Dropbox account, associated with another email address of yours perhaps?

 

Did you get a receipt in your email's inbox for the recent charge you mentioned perhaps?

 

Any additional information is more than welcome. 

SamWill2000's avatar
SamWill2000
New member | Level 2
3 years ago

Hey I purchased a new plan directly from the Dropbox website two days ago, £50 a month for 3 users for my business, but now I'm trying to access it and it's acting like nothing happened, like I didn't pay for anything and I have to say I'm quite annoyed 😕 I've got the receipt but yeah still if you can help me out that'd be much appreciated

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey SamWill2000, sorry to hear about this.

     

    Just to clarify, can you use the lookup tool to identify the email address that's associated with your charge?

     

    Is it an exact match with the one you see in your account's settings online?

     

     

    • SamWill2000's avatar
      SamWill2000
      New member | Level 2
      3 years ago

      Hey Walter, tried using the Lookup tool but it none of the numbers on my invoice would work, it has the email I'm using on the receipt though and it's in my inbox for that email so I don't know how it would be for any other email

      • Walter's avatar
        Walter
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        3 years ago

        In that case, may we reach out via email to have a further look internally SamWill2000?

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